Analysis of Information Technology Management Using ITIL Version 3 (Case Study: Al-Azhar 4 Islamic High School)

Schools should also provide IT services to support the activities of services academy students. IT services that exist at Al-Azhar 4 Islamic high school Kemang Pratama increase the number of incoming students significantly. The School needs to know the current conditions, whether the implementation of ITSM has been effective and efficient, then it can improve future business processes. Evaluation of IT services is conducted by using the ITIL version 3 framework. The analysis shows that Service Management as a Practice, Service Operation Principles, Service Operation Processes, Service Operation Common Operation Activities, Organising Service Operation and Implementing Service Operation are at level 3 - 3,4. Meanwhile, the Service Operation Technology Considerations is at level 2.9875. RACI models show the roles and responsibilities given to users of the system. Recommendations from the evaluation results with ITIL version 3 are necessary written permissions of remote control, the diagnostics utility features need to be added, the need for a clear escalation process flow and for feature support tools.